SMU SIDRA Survey Report 2020

The chart refers to the respondents who indicated they were “Very satisfied” and “Somewhat satisfied” with International Commercial Mediation’s characteristics. All Users Enforceability Clarity in rules and procedures Impartiality/Neutrality Confidentiality Finality Flexibility in choice of institutions/ venues/mediators Flexibility of processes Cost Exhibit 7.1.3 Satisfaction with Mediation Experience According to Factor Speed 73% 73% 72% 72% 68% 65% 60% 55% 55% 7.1.10 More than 70% of respondents stated that they were ‘very satisfied’ or ‘somewhat satisfied’ with confidentiality (73%), flexibility of processes (73%), impartiality/neutrality (72%) and flexibility in choice of institutions/venues/mediators (72%). More than 65% of respondents indicated that they were ‘very satisfied’ or ‘somewhat satisfied’ with the speed (68%) and cost (65%) of mediation. 55% of respondents were ‘very satisfied’ or ‘somewhat’ satisfied with enforceability and finality in cross-border mediation. 7.1.11 The findings on user satisfaction are usefully read together with those indicating the level of importance users placed upon these factors. For example, finality (65%) and enforceability (67%) were considered important by the lowest percentage of respondents in their choice of mediation – in other words, users were least influenced by these two factors. There is therefore some congruency in the finding that fewest respondents (55%) were satisfied with these characteristics. 7.1.12 The differences between satisfaction levels of Client Users and Legal Users are considered next. SIDRA INTERNATIONAL DISPUTE RESOLUTION SURVEY 49